Contact Centre Systems and Support Operations Manager (USA Remote)
Company: Turnitin
Location: Seattle
Posted on: June 25, 2022
Job Description:
Company Description When you join Turnitin, you'll be welcomed
into a company that is a recognized innovator in the global
education space. You'll join our diverse community of colleagues
who are all unified by a shared desire to make a difference in
education. So come join us and begin the most gratifying next
chapter of your career.For more than 20 years, Turnitin has
partnered with educational institutions to promote honesty,
consistency, and fairness across all subject areas and assessment
types. Our products are used by educational institutions and
certification and licensing programs to uphold integrity and
increase learning performance, and by students and professionals to
do their best, original work. Job Description Purpose
overviewDeliver and further advance operational excellence within
the Assessment Delivery Operations function, through the
implementation and ownership of customer focused processes and
systems management, whilst promoting consistency of best practice
across all Assessment Delivery Operations teams.Key
Responsibilities and Outputs
- Design, deliver and maintain technical monitoring dashboards,
across multiple systems, to ensure that the Assessment Delivery
Operations team has the visibility to serve our customers in an
informed and proactive manner
- Lead systems migration(s) process, in collaboration with the
broader Tii support organization -to ensure ways of working and
process alignments
- Ensure established Tii ways of working/process and procedures
are continually reviewed and adapted in line with market
demands
- Ensure that ways of working, processes and systems are fit for
purpose, efficient and effective, revising these in a proactive
collaborative way.
- Via the wider leadership team (and through own actions), carry
out promotional activity of new and existing best practices
- Contribute to P0 process and subsequent postmortem and
degradation report activity, ensuring that the support teams voice
is heard
- Process ownership for escalations, liaising with the wider team
and other Stakeholders as required to ensure that the process is
clear and consistent.
- Ensure that all processes are shared with the wider team so
that they can perform to expected standards. -
- Collaborate with your Colleagues/Line Manager to create ongoing
training of these processes and development programs for the
Assessment Delivery Operations teams
- Regularly assess and implement opportunities for improvement -
in process/ways of working, systems use, etc
- Take part in recruitment activity for the team as required
- Identify, and lead continuous improvement projects across a
wide platform of subjects in relation to your team and the wider
Customer Experience - including Training/Ways of working/etc
- Work with Assessment Delivery Operations and offshore partners
leaderships to ensure the wider support team are engaged in both
the team and wider company strategy, goals and purpose - through
regular communication and meets/events
- Continually nurture the relationship between Assessment
Delivery Operations and other internal business functions
- Ownership of public facing system monitoring tools (status
page) from a Customer Experience perspective, always operating with
a customer centric mentality
- Research and suggest how we communicate better between offices
in the team
- Actively progress own personal development Qualifications
Essential
- Bachelor's degree
- Experience in building customer relationships
- 3+ years in customer care system management in a fast paced
environment
- Team leadership/supervisory experience
- Experience developing and implementing projects, from proof of
concept to large scale deployment -
- Excellent written and verbal communication skills
- Strong organizational and analytical skills -Desirable
- Commercial knowledge of the education sector
- User experience of CRM systems preferably salesforce and
Zendesk
- Experience with automation software such as ZapierPersonal
attributes
- Action-oriented mindset
- Passion for education
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment, manage multiple
priorities & projects
- Ability to work independently and perform under pressure
- Broad knowledge of online software and relevant
technologies
- Strong leadership skills
- Commercial awareness and understanding, in order to identify
and exploit market opportunities in the ed sector (specifically
online/e-assessment)
- Excellent interpersonal skills with an ability to form
effective working relationships with both internal and external
partners Additional Information Our Mission is to ensure the
integrity of global education and meaningfully improve learning
outcomes. -Our Values underpin everything we do.
- Customer Centric - We realize our mission to ensure integrity
and improve learning outcomes by -putting educators and learners at
the center of everything we do.
- Passion for Learning - We seek out teammates that are
constantly learning and growing and build a workplace which enables
them to do so.
- Integrity - We believe integrity is the heartbeat of Turnitin.
It shapes our products, the way we treat each other, and how we
work with our customers and vendors.
- Action & Ownership - We have a bias toward action and empower
teammates to make decisions.
- One Team - We strive to break down silos, collaborate
effectively, and celebrate each other's successes.
- Global Mindset - We respect local cultures and embrace
diversity. We think globally and act locally to maximize our impact
on education.Seeing Beyond the Job AdAt Turnitin, we recognize it's
unrealistic for candidates to fulfill 100% of the criteria in a job
ad. - We encourage you to apply if you meet the majority of the
requirements because we know that skills evolve over time. If
you're willing to learn and evolve alongside us, join our team! -
-Turnitin, LLC is committed to the policy that all persons have
equal access to its programs, facilities and employment. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or status as a
protected veteran.
Keywords: Turnitin, Seattle , Contact Centre Systems and Support Operations Manager (USA Remote), Executive , Seattle, Washington
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